Informatics Publishing Limited

Asghar Afshar Jahanshahi ¹, Seyed Mohammad Sadeq Khaksar ², Noor Mohammad Yaghoobi ², Khaled Nawaser ³

Affiliations
1 Department of Commerce and Research Centre, University of Pune, Researcher Scholar in Business Administration, IN
2 Department of Management, University of Sistan and Baluchestan, IR
3 Department of management, Marketing (SIOM) & International Business (AIMS), University of Pune, IN

Abstract

The mobile-Government (m-Government) is one of the most important concepts that have been in the top consideration for the last decades. The purpose of the m-Government is to provide a suitable and reliable infrastructure for citizens to access services easily. It also provides better opportunities to people to participate in social events and activities. By this means, providing tools for implementing the m-Government activities is of most significance. In Iran, m-Government initiative was launched as a part of the country's overall information technology plan (for instance: e- Government) focused on ICT as a tool to reform public organizations. In this paper, a review of literature of m- Government in recent years, together with survey and comparison of current models of m-government, has led to the proposal of native m-services in Iran. The population is all managers of Information technology sectors in 22 regions of Tehran municipalities. Analysis tools of data are SWOT and QSPM matrixes. The outcome results are in the form of a comprehensive model which emphasizes that the m-Government policy can be an effective approach to provide better services to citizens.

Keywords

Government, M-government, Comprehensive Model, M-services, Iran

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Gholam Reza Hashemzadeh ¹, Seyed Mohammad Sadeq Khaksar ², Khaled Nawaser ³, Asghar Afshar Jahanshahi ⁴

Affiliations
1 Islamic Azad University – South Branch, Tehran, IN
2 Department of Management, Master of IT Management, University of Sistan and Baluchestan, IN
3 Department of Management, Marketing (SIOM) & International Business (AIMS), University of Pune, IN
4 Department of Commerce and Research Center, University of Pune, Research Scholar in Business Administration, IN

Abstract

The last several years saw the rise of Customer Relationship Management (CRM) as an important business approach. CRM is a widely-implemented strategy for managing a company's interactions with customers, clients and sales prospects. Its objectives are to increase profitability, revenue and customer satisfaction. To achieve CRM, a companywide set of tools, technologies and procedures promote the relationship with the customer to increase sales. Accordingly, the main aim of this paper is to review the technological dimension of CRM (independent variable) on customer satisfaction (dependent variable) and in the context of customer values (mediator variables).The present study is practical, descriptive and is of correlative type. Hence, hypotheses of the study will be analyzed using path analysis test in Structural Equation Modeling (SEM). The population sample of the study is all customers of LG domestic products in Shiraz. Questionnaire to gather information (based on Likert 5 scale multiple-choice) was used. Questionnaire reliability 95 percent and validity study to test content validity was used. In order to analyze the data LISREL 8.5 and SPSS18 software were used. The results showed that the technological dimension of the CRM in the context of customer value (functional value, social value, emotional value and customer perceived sacrifices) is influential on customer satisfaction.

Keywords

Technology, Customer Relationship Management, Customer Value, Customer Satisfaction

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Gholamreza Bazgosha ¹, Nadia Eizi ², Khaled Nawaser ³, Mohammad Mehdi Parhizgar ⁴

Affiliations
1 Supreme Audit Court of IRAN- Allameh Tabataba'i University, Master of Information Technology Management (ITM)
2 University of Karaj Payam Noor, IR
3 MBA- Marketing Management- University of Pune, IN
4 Business Administration, Payam – e – Noor University, IR

Abstract

The topic of perceived risk and uncertainty helps in facilitating the perception of consumers' attitude toward marketers. The main aim of this study is to explore the effect of consumers' perception of risk and uncertainty on the rate of using internet banking as a new service and enhancing knowledge scope in this area. Examined risk and uncertainty includes 13 dimensions of security risk, financial risk, operational risk, psychological risk, time risk, social risk, consequences uncertainty, information uncertainty, knowledge uncertainty, choice uncertainty, brand uncertainty, needs uncertainty, and post purchase uncertainty. Regression analysis and multiple regression techniques have been employed for theory analysis. Statistical tests indicate that risk and uncertainty components have negative significant relationship with the rate of internet banking usage. Multiple regression analysis indicates that of 13 dimensions being explored, four dimensions of uncertainty of choice uncertainty, psychological risk, uncertainty about results and operational risk could fully explain 0.709 of variations in dependent variable of rate of internet banking usage. Meanwhile the selection dimension alone could explain 0.54 of internet banking usage variable.

Keywords

Consumer Behavior, Perceived Risk, Perceived Uncertainty, Internet Banking

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